The Home Depot — Local services in Middletown

I have shopped this store for many years and was a member of their pro program, being obje

ctive I’ve never had any issues up to this point In November we bought an appliance package In was due to be delivered on 12/27 between 12 and 5. As the five o’clock hour approved we call their delivery hot line and we’re told “they are running late” . No one showed up and no one called !! The next morning I called the Middletown store and asked to speak to the store manager, I was told she was too busy to speak to me. I asked to speak to the assistant manager. He said he would check into it and call us back. He in fact did call us back and said his store manger said there is nothing she could do as they have nothing to do with delivery and there is nothing she can do !! He candidly told me have this problem with delivery “ all the time. I further explained to him the reason for the urgency is we had my 90 year old mother in the home and we had given our refrigerator away and she took meds that needed to be refrigerated and we were keeping them on ice. He agreed to call the delivery agency. Later in the day and said the refrigerator could not be delivered for another week ! He reiterated they had “no control over delivery I called The delivery group in Tennessee and after several back and forth discussions they promised delivery in two days. And you guessed it ! That date came and went and the were a no call no show ! I called again to Tennessee and was told it would be it would be three more days, and they would provide installation since we had been inconvenienced They finally did show up on the following Friday and I must say the delivery team was excellent! There was one hitch, they informed me they don’t do installations in our area ! They made a phone call to their office and assured me they would have someone out the next morning to install our appliances. We you guessed it again! No one called and to this date we have never been contacted. Obviously by now we hired a plumber to do the work

In closing, after have a life long career in the service industry, in my opinion the store management broke the cardinal rule of customer service. A world class organization takes OWNERSHIP of customer service issues and never blames other parts of the organization. In a world class organization they take ownership and all the rest should be transparent to the customer

They have lost a life time customer over this issue. I would suggest you think long and hard about shopping this store . Middletown...

Do not buy appliances here!! Wayne in the appliance department switched the fridge we wanted to a different refrigerator without our consent. Now the refrigerator we wanted has increased in price and we are forced to pay hundreds more for the same refrigerator we wanted because the employee decided to switch it without our knowledge. The store manager and assistant manager refused to help other than telling us to return the refrigerator. The refrigerator we wanted was significantly more expensive than the one he switched our order out with therefore we paid a lot more money for the refrigerator that we recieved than it costs for that refrigerator. We were blamed for not double checking that he put the correct model number even though we physically walked him to the exact refrigerator we wanted multiple times and he assured us that that was the one we would get. The store would not match the price and said they could not look up how much the price was less than 2 weeks ago, yeah right. Definitely better off going to lowes and avoiding this sketchy situation! Home depot did not want to help rectify this situation whatsoever. Horrible service

Edit after response : Considering my husband spoke to the store assistant manager several times who told him she was speaking on behalf of the store manager, and we were told by her that the employee admitted to purposefully swapping our fridge model out to align with a promotion going on, yet we were still put at blame even after we told you guys to check cameras to the exact date and time we gave you multiple times and you refused to do so, I do not believe filling a form out will rectify the situation. Asking for the correct item we purchased for the correct price we purchased it at was too big of an ask apparently. I would just like to warn others and give a big shout out to lowes across the street who actually helped fix our situation that home depot...

I visited the location to pick up an order as a contracted delivery driver through Roadie. Upon approaching the customer service counter, I was met with immediate hostility and disrespect from two associates—one, a short Caucasian woman, and the other, an average-height Caucasian man.

From the beginning, I was treated as though I was an inconvenience or, worse, a criminal. The female associate explicitly stated, “Oh, you're a delivery driver for Roadie? I thought you were a customer. I don’t even want to do this order.” Her tone and demeanor were dismissive, unprofessional, and deeply inappropriate. As I attempted to take a routine photo of the customer’s package to confirm the order—as is standard protocol—the male associate snatched the box out of my hands, escalating what was already a tense and hostile interaction.

Feeling deeply disrespected, embarrassed (because there were other customers waiting) and uncomfortable, I chose to remove myself from the situation and immediately notified Roadie of the incident. I then contacted the acting store manager, Shyla, who expressed sincere apologies for what occurred. However, to my shock, I later learned that either the associates or the store management contacted Roadie and falsely accused me of unprofessional behavior. I am currently disputing that accusation.

This is the only store where I have ever experienced this type of targeted, disrespectful, and discriminatory behavior while performing deliveries. I will no longer be shopping at this location, nor will I recommend it to friends or family. No customer or professional—regardless of race, occupation, or appearance—should be made to feel devalued or mistreated simply for doing their job.

I respectfully ask that this matter be reviewed, that appropriate action be taken against those involved, and that your store leadership provide training to prevent discriminatory behavior...